Just the Support You Need

Technical Support

Ireland + 353 1 245 9250

UK +44 1494 854 460

 

Available to all customers from 9am to 5.30pm (GMT), Monday to Friday.

24/7 Emergency Support

Ireland + 353 1 245 9250

UK +44 1494 854 460

 

Relevant contracts only. Click here for more details.

InHouse

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Available to all customers, 24 hours a day.

Remote Support

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Our focus has always been on looking after customers, helping them to run their operational environments as efficiently and productively as possible. So much so, the architecture of our business is even shaped around it. We understand that support plays a vital role in your daily operations and have in place a large team of certified engineers ready to help, either on-site or remotely.

 

All our clients are assigned a dedicated account manager and have access to our highly trained support team. Like our systems, the scope of the support contracts we offer varies in line with the requirements of each individual customer and the nature of the solution we have designed for them.

Your business isn’t standard, so your service level agreement (SLA) shouldn’t be either. We advise you on the best level of service to suit your operation, ensuring you have the exact cover you need with no unnecessary add-ons included.

Customised Approach

Depending on the components of your system, the type of support we supply will differ.

24/7 Emergency Support

Priority 1 (P1) crisis situations are covered by our 24/7 Emergency Support service. For clients with the appropriate contract provision, we manage an out-of-hours, on-call roster of engineers to make sure that your mission-critical operations are taken care of at all times. With an average response time of 11 minutes for P1 calls, this service is invaluable to our customers with around-the-clock facilities. We appreciate that every organisation is different and tailor our emergency support to match your hours of business. That way, you only pay for the precise cover you require, safe in the knowledge that we are there when you need us.

Technical Support

Increased productivity reduces operational costs by enabling your organisation to allocate its resources more effectively. The longer-term savings that our systems bring about are immense and, with clients gaining a full return on investment in as little as three months, you can quickly begin to reap the benefits.

Remote Assistance

The majority of our customers’ concerns can be resolved off site using mobile device management tools. These tools allow us to log in from our HQ, access your equipment, determine what the problem is and then debug it remotely. Mobile device management software ensures that any issues are fixed swiftly and definitively and eliminates the wait for an engineer to arrive at your location. For times when local support is necessary, a member of our engineering team is deployed to your site to quickly get you back up and running.

InHouse

Hardware maintenance and day-to-day, site-wide technical concerns are processed through our service management tool, InHouse. Unique to Timewise Systems, InHouse saves you time and effort when coordinating your hardware repairs, inventory and service issues. It also presents a rich source of data that allows us to analyse the operational performance of your equipment so that you can make informed business decisions. You can learn more about the full potential of InHouse here.

Routine On-Site Maintenance

To minimise any potential downtime, we also conduct routine on-site maintenance visits in accordance with your SLA. Our engineers ensure that your system is in the optimum condition to keep your operations going like clockwork.

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